New England Biolabs (NEB) has provided products and technical expertise to biological sciences for 50 years and was created by scientists for scientists. With the core principles of being passionate, humble, and genuine, we prioritize the advancement of science, stewardship of the environment, and giving back to the world around us to build a more equitable and sustainable society. We encourage you to consider joining our efforts if you identify with these principles and thrive in an inclusive team environment that supports a growth mindset.

We are seeking a Technical Support Scientist to work onsite supporting our Next Generation Sequencing Product line. The ideal candidate enjoys solving scientific puzzles, is excited to keep up to date with an ever-evolving field, possesses exceptional communication skills and holds a genuine desire to help others through providing the high level of technical and customer service NEB is known for.

Primary Responsibilities:

• Deliver best-in-class in depth technical support by responding to technical inquiries from customers, NEB Field Staff, International Subsidiaries and Distribution partners via phone and email.

• Professionally triage customer issues and resolve technical questions for our NGS product portfolio, collaborating with Development and Production teams when necessary.

• Collaborate with Marketing, Development and Production teams regarding the delivery of technical information in the form of manuals, marketing materials and product information on the NEB.com website.

• Develop and deliver technical product training for internal and external audiences.

• Opportunities for professional development such as attending conferences and collaboration with our international subsidiaries

• Identify areas of potential department growth and implement them with manager and team support.

• Perform other duties as needed including design and maintenance of technical support systems.

Required Qualifications and Experience:

• Bachelor’s degree in biochemistry, genetics, molecular biology or a related discipline plus 3 years’ scientific work experience or advanced degree with 1-2 years scientific work experience.

• Hands on experience with Next Generation Sequencing workflows and molecular biology techniques.

• Experience in a service-related customer facing role required.

• Excellent teamwork and communications skills a must.

• Possess strong interpersonal skills and the ability to effectively collaborate with customers and internal colleagues.

• Superior organizational skills to effectively manage and deliver short-term and long-term projects efficiently.

• High level of self-motivation.

Preferred Qualifications and Experience:

• 2-5 years of experience in a technical support role.

EEO Statement

New England Biolabs is committed to fostering a diverse and inclusive community; as an EEO/AA employer, New England Biolabs considers applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. More in-depth details of EEO are available here.

Information regarding New England Biolabs commitment to Diversity, Equity and Inclusion can be found here.

New England Biolabs is a participating employer in the Employment Verification (E-Verify) program.

OFCCP’s pay transparency policy can be found on OFCCP’s website at www.dol.gov/ofccp

If you need an accommodation for any part of the employment process because of a medical condition or disability, please send an email to [email protected] or call 978-927-5054 to let us know the nature of your request.